Feedback & complaints

If you're ever unhappy about something we've done - or perhaps not done - please give us the opportunity to put things right.

Contact us 

  • Online - provide a complaint via email Shanghai office or Beijing office
  • Over the phone - Shanghai office +86 21 6165 7645 and Beijing office +86 10 8587 7377 - this is the fastest way to provide comments and resolve any concerns.

How long does it take?
Where possible, we'll resolve your complaint on the spot. However, depending on the nature of the issue, this may take longer. So if we need some additional time, we'll let you know.

Then what happens?
If we can't resolve your concern, we’ll refer it to our dedicated team.